Frequently Asked Questions (FAQ)

If you are unable to locate answers to your questions below, please try our Customer Service Center, Live Help, or feel free to Contact Us at 1.800.245.9881. Our Customer Service Department is open Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT.

FAQ Topics

Related Pages: Return Policy, Shipping & Tax Policy, Payment Options, Order Status


My Account

How can I obtain my Login ID?

If you've registered on our website in the past but can't remember your Login ID, please use our Contact Us page or Live Help. You may also call 1.800.476.9715 and ask to speak to our E-Commerce Department Monday through Friday 8:00am-5:00pm ET.

I forgot my password; could you email it to me?

For security reasons, we cannot tell you your password. However, we can certainly help you acquire a new password. On the Login/Register page, click on Forgot your password?. Please note that if you have entered your password incorrectly three times, our system will automatically lock your account. This is done as a security precaution. Please Contact Us for further assistance.

How do I change the name on my account, email address and/or billing address?

To change the name, billing address and/or email address associated with your account, click the Login/Register link under the Growers Supply logo. Using the Login ID and password currently associated with your account, login to our website. Next, click the My Account link located at the top of the page. You will see your existing account information displayed. To update your account simply delete whatever information is no longer valid and type in your new information. When you're finished, click the Save Changes button.

How do I stop receiving catalogs and/or promotional emails from Growers Supply?

To stop receiving catalogs, please visit our Contact Us page and select Please take me off your mailing list. All Growers Supply promotional emails contain a link located at the bottom of the message that allows you to easily "opt-out" of our promotional emails. If you would like to change this setting from your account, click the Login/Register link under the Growers Supply logo. Using the Login ID and password currently associated with your account, login to our website. Next, click the My Account link located at the top of the page. Once logged in, scroll to the bottom of the page and click No next to "Would you like to receive special promotions from Growers Supply?"

How can I find my customer and/or order number?

Once an order is placed on our website, you will receive an Order Confirmation email that contains your order number. If you receive our printed catalog, you will find your customer number printed in the pink box on the back of the catalog. You can also find your customer number by logging into our website and clicking My Account.

Can I order without registering?

The majority of online stores require that users register and create an account to complete the ordering process. Registering and signing into our website insures your security and will eliminate the need to re-enter your name, address and other information required to complete an order each visit. In addition, registered users may update their billing and shipping information, view past order history, check the status of an order, obtain tracking numbers for shipments, quickly re-order products, and more! However, if you would prefer to order without registering, you may do so via our secured Live Help.

I've only ordered from your call center in the past. Do I still need to register on your website?

Yes. Even though you are an existing Growers Supply customer, our website requires you to create a Login ID and password to be able to place an order over the internet. It only takes a few minutes to register and the process is very safe and easy. Once you have an account you will be able to place orders 24/7 online and track your orders once they are shipped.

Why won't your website accept my zip code?

Our website contains a master list of valid zip codes in the United States that helps us insure deliverability of your order. It may be that your zip code hasn't been added to the list. Please Contact Us to remedy this situation.
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Ordering

What is a "promo code"?

A promo codes is used to provide you with special discounts and exclusive offers. These codes will provide you with special discounts and pricing. It is located on the back cover of our catalog in the yellow box and also in our electronic newsletters (i.e. eBlasts). We recommend that you subscribe to our eBlasts for special and exclusive promos. To subscribe, new customers should create an account. Current customers should update their account settings to receive our mailings. For further details, please visit our Promotional Codes & Discounts page.

I entered a promo code, but it wasn't applied to my order.

You will need to be logged into your account in order to use a promo code. Also, be sure that the promo code has not expired and meets the criteria for the items you are purchasing. If you continue to experience problems, please type the promo code into the Notes field of your order or Contact Us.

Can I get a discount if I purchase bulk quantities?

Some of our products will have price breaks for larger quantities. Those items have a special pricing table on the product details page. If you wish to purchase in extremely large bulk quantities, please Contact Us.

I need to re-order products that I purchased in the past. How should I proceed?

We recommend that you click Re-Order. The Re-Order page will allow you to easily re-order past items that you have purchased from us. If you are unable to find items which you have purchased from us in the past, it may be that the stock number has been replaced by a newer model. Please Contact Us for further assistance.

What happens after I place my order?

Order confirmation emails are sent immediately following the ordering process from the address orders@growerssupply.com. If you have not received your order confirmation email, be sure that your ISP (Internet Service Provider) or email application is not filtering/blocking our messages as unsolicited email ("SPAM").

Once your order is ready to ship, our system will email you a shipping confirmation email. This email will contain a link that will allow you to track the progress of the shipment.

Please note that some items require a lead time for manufacturing or require our staff to contact you for specifics such as measurement, packaging fees, etc.

Does Growers Supply charge sales tax? What is the ordering process for tax-exempt customers?

Customers outside of Connecticut and Iowa do not pay sales tax. Connecticut customers who are tax-exempt may fax a copy of their exemption certificate to their National Account Manager for processing. Iowa customers can request a tax exempt form, which will need to be filled out and returned to their National Account Manager. Online shoppers please be sure to mention that you are tax-exempt in the Notes field when placing an order. Your paperwork can then be faxed to 1.800.457.8887, ATTN: E-Commerce Department. For questions regarding tax-exemption or to request a tax exemption form, please Contact Us.

Do you accept Canadian and international orders?

Yes. Please Contact Us, use Live Help, or call our International Sales Department to place your order at 1.860.289.7261. Orders from Puerto Rico, Guam, and the Virgin Islands can be placed through our website.
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Payment

Do you offer financing?

We have financing available for certain products. To learn more about financing options, please visit our ESAPCO Financial Services page.

Can I pay my bill online?

To pay your bill, please call us at 1.800.476.9715 Monday through Friday 8:30am-5:00pm ET.

What forms of payment do you accept online?

We accept Visa, MasterCard, American Express and Discover credit cards as well as ATM/Debit cards with the MasterCard or Visa logo on the front. We do not accept international credit cards, non-U.S. bank cards, or C.O.D. To learn more about other payment options, please visit our Payments Options page.

When is my order charged?

The payment amount is authorized and held by your financial institution at the time you place your order and your account is charged when your order ships, except for drop ship items, which are charged at time of order.

Do you accept PayPal?

We do not accept PayPal. Please see our Payments Options page for alternative methods of payment.

Does Growers Supply offer gift certificates?

Growers Supply gift certificates make fantastic presents for birthdays and holidays. Please call our toll-free number at 1.800.476.9715, Contact Us, or use Live Help to order a gift certificate in the denomination of your choice.

How do I redeem my gift certificate?

You can provide us with the gift certificate's authorization code through Live Help or place the authorization code in the Notes field when you check out. We will apply the gift certificate to the order.

Approximately how long will it be before a refund/credit actually appears on my credit/debit card?

It takes us approximately two business days to process a credit back to your credit card and 2-3 business days for it to appear on your statement.

How do refunds/credits work? How is a refund/credit applied?

The credit applied is always charged back to your credit card. In the case of the initial order being paid by check or money order, we will issue a check for the refund amount.

Why was my credit/debit card declined when I know for certain that I have the funds available?

Our system processes your credit card automatically. We are not given any reason for a decline. A credit card can decline due to an incorrectly entered credit card number or expiration date, a daily limit, insufficient credit or other reasons. Debit cards may have a daily limit; please ask your bank to increase your limit. Please verify that you've given us the correct credit card number and expiration date. If you've already done so, please contact your credit card company or bank for information.

Do you accept Purchase Orders (POs)?

Yes. We accept Purchase Orders (P.O.s) from governmental, business and educational institutions submitted by authorized personnel. Please Contact Us or use Live Help for further details.
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Shipping

What are your shipping charges? Can you provide a shipping quote?

We use a "freight shopping program" to bring you the lowest possible shipping cost. Shipping charges are based on the "ship to" address and size/weight of products. To receive a quick estimate for shipping, click on the Estimate Shipping Cost link near the price of the product. Express or two-day shipping options are available on some products at a higher price. For complete details, please visit our Shipping & Tax Policy page.
Please note: Next day air and second day air orders are only shipped Monday through Friday.

How long will my order take to arrive?

It depends on the item and the shipping method. For most orders we offer same-day shipping for in-stock items, when your order is placed by noon Central Time, Monday-Friday (weekend orders may take an extra day to process). Two-Day and Express shipping are also available. Please note that some items such as shade material, buildings and curtain are manufactured in our warehouse in Iowa. Shipping occurs once the manufactured item is completed (not the order submission date).

How do I check the status of my order?

You can easily track the status of your order by using the Order Status link located at the top of our website. If you have further questions concerning your order status, please call our Customer Service Department at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT.

Can I arrange a specific date and time for delivery?

Your order cannot be scheduled to arrive at a specific time of day. FedEx Ground packages are delivered anytime between 9:00am and 7:00pm, Monday through Friday. The Order Status of your package can be checked on our website. Oversized items such as large greenhouses or buildings and bulk items will typically ship via freight truck. You can speak with the trucking company to arrange a delivery date that is convenient for you.

I will not be available to receive my package(s). What are my options?

FedEx drivers will release packages without signatures unless the package is coded as a signature is required. However, the driver will leave a note and not deliver the package if they feel there is a theft/safety issue. The note will state when they will come back to try delivery again. If prior to shipping your order you wish to pick it up at your nearest shipping facility, you will need to Contact Us. If you wish to have your order re-routed to another address after we ship it, there is a fee associated with this option. Freight truck drivers will attempt to redeliver, however they may charge a redelivery fee and storage fee. If you wish to place an order now and have it shipped at a later date, we offer deferred shipment. Please add your delivery date comments to the Notes field during the ordering process. (Example: "Please deliver after June 20th.")

I've tracked my package but the carrier has no record of that tracking number.

If you received an email from Growers Supply that confirms that your order has shipped, please allow up to 24 hours for the shipping carrier to update their records to allow your item(s) to be tracked.

How do I change the shipping address for my order?

Please contact our Customer Service Department at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT for assistance.

Why was my order sent in multiple packages?

Growers Supply may decide to package your items separately due to weight or size concerns. Some common reasons why multiple boxes are used include orders from different warehouse locations, manufacturer drop-ship items and manufactured products. We will not charge you extra for split shipments. You can use the Order Status link to track your orders.

Is the freight truck driver responsible for unloading the merchandise?

No, freight truck companies do not require their drivers to unload shipments. We publish terms for freight deliveries during the ordering process as well as in your order confirmation email. As a reminder:
  • Your delivery address must be capable of accepting a freight truck.
  • Someone will need to be present to sign for the delivery.
  • The driver will move your order to the rear of the truck. You will have to unload from there.
  • In the unlikely event of any damage or shortage to your order, please note it on the freight bill and accept the delivery. Contact our customer service department and they will promptly take care of any issues.
  • Any charges for redelivery or refusal of the shipment will be your responsibility.

Does Growers Supply deliver to P.O. Boxes?

Growers Supply does not ship to standard P.O. Boxes.

Does Growers Supply deliver to APO or FPO addresses?

Yes, we deliver to APO/FPO addresses. APO/FPO orders are shipped by the United States Postal Service and usually take one to two business days to process and, once shipped, five to ten working days to deliver. However, Growers Supply cannot control delivery time. Some APO/FPO orders may require 6-8 weeks of lead time. We do not offer a registered mail option for APO/FPO orders. We currently utilize only the standard service offered by the United States Postal Service to keep rates as low as possible. Please place your order through our contact form or via Live Help.

Your National Account Manager mentioned an additional packaging charge. Could you explain?

Growers Supply's Shipping Department takes extra steps when Packaging Polycarbonate Sheets to ensure safe delivery. The process requires us to apply an additional packaging charge, which is based on the size of the panels and the quantity ordered.
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Products

I need to prepare a price quote for my school/organization. Can you help?

Yes. We can provide you with a price quote/bid along with additional product images and documents. Please contact our E-Commerce Department.

I've seen mention of manufactured product. What does this mean?

Products which we manufacture, such as fabric covered structures and greenhouses, are produced once your order is processed. In some cases, we may be able to accommodate a rush order. Two-Day and express shipping occurs once the manufactured item is completed (not the order submission date). Please Contact Us if you have any questions regarding the availability or delivery date of a product.

The item I wish to purchase is on backorder. What should I do?

Our Iowa warehouse receives thousands of items a day. Please contact our E-Commerce Department for the inventory status.

I need a cover for a fabric building/greenhouse I bought from your competitor or an out-of-business dealer. Can you help?

Yes! We can manufacture a cover for almost any building, cold frame, high tunnel or greenhouse. Please send us your specifications through our Contact Us form.

Will you send someone to my location to install my building/greenhouse?

If you are unable to locate a local contractor, please Contact Us about our installation services.

Can I get a sample sent to me before I place an order?

We have sample swatches of select fabrics and materials — please Contact Us with the stock number.

Why does the pricing on your website not match my catalog?

Prices on our website represent the most up-to-date market pricing for our products. As stated in our catalog, price changes may occur due to a shift in the cost of goods or a production error. We reserve the right to change prices. Please review our Typographical Errors & Omissions page.

I found Growers Supply through a price comparison website; however, the prices seem to be different.

First, welcome to Growers Supply! We do not currently submit our products to these sites or provide them with a data feed. If you notice a difference in price, it is due to a problem with their indexing algorithms. Growers Supply is not responsible for errors on third-party websites. If you have found our website through a search engine, please be sure that you are not viewing a cached version of our web pages. We recommend that you try a different internet browser, use a different computer and/or insure that you are not using an outdated bookmark or saved page from our site. To confirm that you are viewing our current website, we recommend the following:
  • Delete all cookies and cache data in your browser's settings.
  • Quit and restart your browser.
  • Enter http://www.growerssupply.com into your browser's address bar.
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Customer Service

How do I change my order?

Orders placed by noon Central time are typically shipped out that day. Therefore it is generally not possible to add to or combine orders. For inquiries or assistance please contact our Customer Service Department at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT.

What is your return policy?

If within 30 days, you are not satisfied with your purchase, Growers Supply will replace the item or provide a credit for the full merchandise amount less any shipping charges. Special and custom orders are not returnable, but any defective parts will be replaced. For detailed information, please visit our Return Policy page.

How do I cancel my order?

If you have changed your mind about the order and it is too late to cancel, be assured that you can return any unwanted items (special and custom orders are not returnable) to us after you receive them in accordance with our Return Policy. For assistance in canceling your order, please contact the Customer Service Department at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT.

What should I do if an item is missing from my order?

First, verify that you've received a box for each tracking number associated with your order. If all boxes have been delivered but you're still missing an item, check the packing material for small items. Please call our Customer Service Department at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT so that we can quickly rectify the situation.

What should I do if an item is damaged?

We are committed to your total shopping satisfaction. Please call our Customer Service Department at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00PM CT so that we can quickly rectify the situation and ensure that your damaged parts are promptly replaced. There is no need to return your item for an exchange. Please have the part number that is referenced in the product instructions or order confirmation email available when calling our Customer Service Department.

Does Growers Supply pay the return shipping cost for defective merchandise?

If a product is deemed defective within the first 30 days of purchase, we will issue a call tag and pay for the shipping, but if the product is defective after 30 days, it is the customer's responsibility to return the product to our warehouse.

What should I do if my order contains the wrong item?

Please call our Customer Service Department at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT so that we can quickly rectify the situation.

How can I obtain a warranty card and/or product manual?

We have many documents online that can be downloaded in electronic format. Simply enter the item's stock number in the search box. Its product detail page will contain links to documents that are available for download. If you are unable to find the documents you need, please contact our Customer Service Department.

I need to submit a receipt for an insurance quote. Can you help?

If you purchased the item from Growers Supply, simply click on Order Status and search for your past order by date range. If you are not a Growers Supply customer, or need help with an insurance quote, please Contact Us.

Do you sell replacement parts?

We sell numerous replacement parts such as wheels, filters and belts. Use our Keyword Search to quickly locate the items you need. If you are unable to find the items, please Contact Us.
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General

Is Growers Supply.com a secure website? What types of security features are utilized to safeguard my information?

Security is a top priority at Growers Supply — we want you to feel completely secure when ordering from us. When our website and Live Help asks you to enter sensitive information, such as your credit card number, that information is protected by a technology called Secure Sockets Layer (SSL), which encrypts (or encodes) the information before it is sent over the internet. Growers Supply utilizes the most advanced form of SSL software available: 256-bit encryption by VeriSign. To learn more about SSL, visit www.verisign.com.

Growers Supply's website servers are located in a secured and locked facility that requires all employees to check in and wear valid ID badges.

Our system charges credit cards automatically and once the charge is placed, the number is removed from our database. Only the last four digits of your credit card will appear on your order confirmation email. We never share customer email addresses with a third-party.

Shopping at GrowersSupply.com is safe and easy — we process hundreds of orders each day!

Do you have a retail store?

Our Retail Store is located in Dyersville, Iowa.

I represent a manufacturer; would Growers Supply be interested in selling our products?

Please use our Contact Us page to provide your name and company information for our Procurement Department.

How can my non-profit organization make a donation request?

Information regarding donation requests can be found on the Donation Requests page.

What is your privacy policy?

Please visit the Security & Privacy page for detailed information.

I am having difficulty viewing your website for some reason.

GrowersSupply.com requires the use of JavaScript to process orders correctly. If you have JavaScript disabled in your browser, you will receive an error message when placing your order. Please enable JavaScript to ensure a smooth shopping experience. Our website has been tested with all major browsers and operating systems. If you are having trouble viewing products on our website, or are unable to place an order, our E-Commerce Department may be able to assist you. Please Contact Us or visit Live Help to explain the nature of the problem that you are experiencing. Please provide the following information to help us solve the issue: operating system (OS), internet browser name (i.e. Internet Explorer, Firefox, Safari, Chrome, Opera, etc.), and version number of your internet browser.

How and why should I clear my internet browsers cache and cookies?

Clearing your computer's cache and cookies is necessary to clear your browser's memory. Cache is used to increase the speed of sites you visit often, while cookies help the site remember your favorite settings. Sometimes the cache or cookies in your browser become outdated, which may lead to problems with your shopping cart or in obtaining the site's most current information. If you would like more information on how to clear your browser's cache, please refer to your browser's "Help" file. Once you have cleared your cache and cookies, we recommend that you close your internet browser (be sure that all windows are closed). Re-start your internet browser and then visit http://www.growerssupply.com. If you continue to have problems after logging in, try restarting your computer or logging in from a different computer or internet browser. If the problems persist, please Contact Us or visit Live Help to explain the nature of the problem that you are experiencing.

How do I identify phishing or spoofed e-mails?

Growers Supply will never ask you for the following information in an e-mail communication:
  • Your social security number or tax identification number.
  • Your credit card number, PIN number, or credit card security code (including "updates" to any of the above).
  • Your mother's maiden name.
  • Your Growers Supply password.
Occasionally if you place an order with incorrect information, you may receive an email from Growers Supply giving you the opportunity to correct your shipping/billing and credit card information. Never submit the information mentioned above directly through an email. Always be sure that when visiting our website the address is: http://wwww.growerssupply.com or https://wwww.growerssupply.com.

I love my Growers Supply product. Would you like to see photos of it?

We welcome photos from our customers and often publish them in our catalogs! Please Contact Us for instructions on where to send your photos.

How can Growers Supply be contacted?

We can be reached online via the Contact Us page. Live Help is also available Monday through Friday from 8:00am-5:00pm ET. Customer Service can be contacted at 1.800.245.9881 Monday through Friday 8:00am-5:00pm CT and Saturday 8:00am-3:00pm CT and our mailing address is Growers Supply, 1440 Field of Dreams Way, Dyersville, IA 52040.

I have a suggestion for your site.

We always welcome and are interested in your feedback. Please Contact Us to forward your suggestions and ideas — we look forward to hearing from you!
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